Designing Service Entanglements
Everyday, people chain interactions across multiple mobile services into single service experience. For example, when taking a trip, people switch between a number of mobile and online services as they move between here and there. Interestingly, current User Centered Design and Service Design methods generally ignore the use of other services outside of the single service being designed. Designers rarely consider entangling the service they are creating with the many other services users may wish to use. This thesis provides the current states and challenges of designing for entangled services. My investigation suggests an alternative approach; taking a stakeholder-centered perspective to capture values co-produced by services in designing entanglements.